Which integration is needed to import MS teams chats in ServiceNow incident's notes

[Chhavi Dixit]

Hi Everyone,

Which integration is needed to import MS teams chats in ServiceNow incident's notes.

If anyone knows about it, please share the process.

Thanks,

Chhavi Agnihotri

[Mark Dooley]

It really comes down to what exactly you're trying to do with Teams and ServiceNow:

If you're trying to create a new Incident from a Teams chat and have the chat thread land in the Additional Comments or Work Notes:

• You'll likely need to use the Microsoft Teams Spoke, which is part of IntegrationHub.

• This lets you trigger a flow from within Teams using a slash command or action button (like /createincident).

• The flow can extract chat details and submit them as part of the Incident creation—placing them in the Notes section.

If you're trying to update an existing Incident with Teams chat messages:

• You still need IntegrationHub and the Teams Spoke, but your flow logic changes.

• Instead of creating a new record, you'll be matching on an Incident number or ID and appending the new chat messages to the existing Work Notes or Comments field.

• Alternatively, you could use Power Automate with a webhook to call a scripted REST API in ServiceNow, if you're going custom.

[Rub_n Ruiz Tris]

With the "IT Service Management integration with Microsoft Teams", now know as "IT Service Management for Microsoft 365" agents can initiate a Microsoft Teams chat with an employee directly from a ticket. The chat automatically imports as comments on the ticket. Not sure if it is what you need exactly.

[Chhavi Dixit]

Thanks @Rub_n Ruiz Tris , yes you got my point, what exactly I needed. 🙂

Could you please share the document or link if you have for this, how this achieve this functionality. 

Thanks!

Chhavi Agnihotri

[Rub_n Ruiz Tris]

In the store for IT Service Management for Microsoft 365 (https://store.servicenow.com/sn_appstore_store.do#!/store/application/14eb9da8c3f310102986a81c8640dd...) you have more information and a "Supporting Links and Docs" section that can help.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,

Rubén